Lets talk Customer Service

[JPC-Nick]

So I want to hear from you, in this forum post or in my email inbox. How is the customer support over the past 90 days. Is it improved over a year ago. I know many of the same faces are around but we have come into q4 of 2008 with the goal to greatly improve the level of interaction and understanding between our customers and clients.

Please Share some stories, or hard facts with me.

[Frank Broughton]

Nick, I am very satisfied with support and noticed better communication in the tickets (not that I have that many). When my VPS node went down a few weeks ago it was handled very well and I was up and running in no time as I was migrated to a new server because the old one did not take well to a new drive being installed in it (actually two drives).

I have noticed grate improvment in the server down thread as to better and timely explanations.

Nick-O has been outstanding on the forums. He has made a difference in my opinion and I recently told him so in a PM!

Keep up the good work!

[Gwaihir]

Haven't had any tickets for a while, so nothing specific to say about that. (Sales) support is noticeably more active in the forums, in quite a positive way. Major server issues seem to be handled better too: more updates in the forums, decisive actions, resulting in visibly fewer complaints threads about such matters in the forum and with fewer posts each.

Customer understanding from the higher ups in the company seems to be lessening a bit though. Too busy with sweeping statistics and JagPC getting too big to have time to bother with what it boils down to for the individual users?

[the_ancient]

There are only complaint I have ever had, and I am not really sure there is a solution to them given your core customer base Reponses to problems are never technical,

When I submit a ticket for a problem, you can take it to the bank that it is a PROBLEM, and I want to know WHY it occured. I HATE getting the "Check now we fixed it" response


I understand that probably 99% of your clients dont want or care the technical details



//FYI I have probably only submitted a dozen or so "problem" tickets over the YEARS that I have been here. Most of my tickets are changes I need done to Apache because cpanel just can understand what 3rd party DNS is.....

[homoludens]

No complaints here. I went a bit wrong with my credit card earlier in the year, and customer services were patient and polite and left me feeling all warm and valued. I might have (had) my name up on the secret swears board though ...

I agree with TA about sometimes wanting more technical info (not least so I can be less troublesome the next time round), but I understand that entering into correspondence over such matters is not something techs really want to do.

[JPC-Greg]

Customer understanding from the higher ups in the company seems to be lessening a bit though. Too busy with sweeping statistics and JagPC getting too big to have time to bother with what it boils down to for the individual users?

Go ahead you can name me Wim, I wont get upset. I assume we are talking about reward points and the support ticket thing again. I and others wouldnt be here in this forum talking, and this thread wouldnt exist, if we didnt care about how things boil down to the individual.

If your comment isnt about rewards points, please elaborate on what you mean and fee free to cite specific examples.

[JPC-Greg]

There are only complaint I have ever had, and I am not really sure there is a solution to them given your core customer base Reponses to problems are never technical,

When I submit a ticket for a problem, you can take it to the bank that it is a PROBLEM, and I want to know WHY it occured. I HATE getting the "Check now we fixed it" response


I understand that probably 99% of your clients dont want or care the technical details



//FYI I have probably only submitted a dozen or so "problem" tickets over the YEARS that I have been here. Most of my tickets are changes I need done to Apache because cpanel just can understand what 3rd party DNS is.....

Techs arent allowed to post that kind of response anymore. Please report it and use the ticket rating system if you ever encounter that again. That goes for anyone, please report responses like that should you ever see them again. I dont think you will though.

[crshman]

I'll be on the lookout for those responses. I got a few today but because the team was kickin' ass overall I'm not going to name names.....everything has been top notch keep it up!

[the_ancient]

Techs arent allowed to post that kind of response anymore. Please report it and use the ticket rating system if you ever encounter that again. That goes for anyone, please report responses like that should you ever see them again. I dont think you will though.

//Happy Festivus to all!!!!!!!

[Ron]

How about an acknowledgement from people when PMs or emails that have been sent are received? I don't know the number of PMs and emails sent over the years to JAG staff (including CEO, EVP and CTO) that have fallen into black holes never to be heard from again but it's quite a few.

Just an "OK, thanks" or "Will look into it" or "Got it" is better than dead silence.

[the_ancient]

How about an acknowledgement from people when PMs or emails that have been sent are received? I don't know the number of PMs and emails sent over the years to JAG staff (including CEO, EVP and CTO) that have fallen into black holes never to be heard from again but it's quite a few.

Just an "OK, thanks" or "Will look into it" or "Got it" is better than dead silence.

hmm, they must just not like you Ron.........

They always respond to me

[Ron]

Could be!

[Gwaihir]

Go ahead you can name me Wim, I wont get upset. I assume we are talking about reward points and the support ticket thing again.

I didn't think it be constructive to name anyone; who the shoe fits.. But if you want me to, yes Greg, it is about you and Masood. And yes, the way you handled the rewards feedback is a prime and recent example, as are Masoods posts there from the moment I mentioned a less fortunate action of his.

This is an observation from my end, not an accusation and I have no desire to get into a hot headed debate with either of you about it. I was asked for feedback and provided it. What you do with it is up to you, but indeed, if you don't want this posted, why are you asking for it? In particular, I failed to see the "again". Contrary to your own statement, it does make you come across as upset and unappreciative to me.

[Gwaihir]

Techs arent allowed to post that kind of response anymore.

Jummy, that IS great . Any hint on what was done and any sign that the tech checked his own work are both THAT much better than that canned "fixed please check".

[JPC-Nick]

How about an acknowledgement from people when PMs or emails that have been sent are received? I don't know the number of PMs and emails sent over the years to JAG staff (including CEO, EVP and CTO) that have fallen into black holes never to be heard from again but it's quite a few.

Just an "OK, thanks" or "Will look into it" or "Got it" is better than dead silence.

I did get your PM Ron, I was on vacation last week. I replied to two of yours today actually, If you need anything else please let me know.